FoI 14-15/145 Great Northern Complaint Handling Procedures – Redacted documents
Document 1
From: Redacted s.40 (2) (b)
Sent: 05 September 2014 4:12 PM
To: Redacted s.40 (2) (b)
Subject: RE: TGN - CHP and DPPP passenger information
Redacted s.40 (2) (b),
Your CHP has now been formally approved.
IT problems are, however, stopping me from attaching the letter right now. I am just confirming approval now in case our document management system is not back up and running before the end of the day.
Redacted s.40 (2) (b)
Document 1A
http://orr.gov.uk/__data/assets/pdf_file/0009/15201/govia-chp-approval.pdf
Document 2
From: Redacted s.40 (2) (b)
Sent: 05 September 2014 3:01 PM
To: Redacted s.40 (2) (b)
Cc: Redacted s.40 (2) (b)
Subject: RE: TGN - CHP and DPPP passenger information
Dear Redacted s.40 (2) (b),
The approval is now waiting for a signature, which I expect to receive either this afternoon or Monday morning. I have spoken to our licensing team on timings and they are content with this and will issue your licence shortly after the CHP has been approved.
Best wishes.
Redacted s.40 (2) (b)
Document 3
From: Redacted s.40 (2) (b)
Sent: 05 September 2014 9:31 AM
To: Redacted s.40 (2) (b)
Cc: Redacted s.40 (2) (b)
Subject: Re: TGN - CHP and DPPP passenger information
Redacted s.40 (2) (b), re your email on the 29th August, when can we expect to receive the formal approval for the CHP?
Many thanks
Redacted s.40 (2) (b)
Redacted s.40 (2) (b)
The Go-Ahead Group plc
1st Floor
4 Matthew Parker Street
London
SW1H 9NP
Document 4
From: Redacted s.40 (2) (b)
Sent: 29 August 2014 12:35 PM
To: Redacted s.40 (2) (b)
Subject: Re: TGN - CHP and DPPP passenger information
Redacted s.40 (2) (b), many thanks
Redacted s.40 (2) (b)
Redacted s.40 (2) (b)
The Go-Ahead Group plc
1st Floor
4 Matthew Parker Street
London
SW1H 9NP
Document 5
On 29 August 2014 12:33, Redacted s.40 (2) (b)
Dear Redacted s.40 (2) (b),
Thank you for providing an amended version of your CHP in response to our comments of 6th August.
I have reviewed the changes that you have made to the document and consider that they do properly address the points that we raised.
Formal approval of a CHP requires the agreement of an ORR Director and I will seek this early next week.
Yours,
Redacted s.40 (2) (b)
Document 6
From: Redacted s.40 (2) (b)
Sent: 22 August 2014 6:22 PM
To: Redacted s.40 (2) (b)
Cc: Redacted s.40 (2) (b)
Subject: Re: TGN - CHP and DPPP passenger information
Redacted s.40 (2) (b), please find attached the updated version of the GTR Complaints Handling Procedure incorporating your suggests and our responses to your comments.
This document doesn't need to go to print but I will be sending it to our design company, so this whilst this is the final version it will still need to go through the production process.
Many thanks
Redacted s.40 (2) (b)
Redacted s.40 (2) (b)
The Go-Ahead Group plc
1st Floor
4 Matthew Parker Street
London
SW1H 9NP
Document 7
Document 8
Document 9
From: Redacted s.40 (2) (b)
Sent: 07 August 2014 3:13 PM
To: Redacted s.40 (2) (b)
Cc: Redacted s.40 (2) (b)
Subject: RE: TGN - CHP and DPPP passenger information
Redacted s.40 (2) (b)
Thanks very much for this: we can conclude that the passenger-facing document meets the guidance and will be happy to approve this once the policy document is finalised.
I’ll send comments to you on this later.
Redacted s.40 (2) (b)
Document 10
From: Redacted s.40 (2) (b)
Sent: 06 August 2014 5:43 PM
To: Redacted s.40 (2) (b)
Cc: Redacted s.40 (2) (b)
Subject: Re: TGN - CHP and DPPP passenger information
Redacted s.40 (2) (b), thanks for your prompt response. See my comments in red below
Redacted s.40 (2) (b)
Redacted s.40 (2) (b)
The Go-Ahead Group plc
1st Floor
4 Matthew Parker Street
London
SW1H 9NP
Document 11
On 6 August 2014 16:11, Redacted s.40 (2) (b)
wrote:
Redacted s.40 (2) (b),
Thanks for the policy document, I will review this and get back to you – probably tomorrow.
Attached are comments on your CHP. Hopefully all clear, but do call if you’ve questions.
Redacted not relevant to the request.
Regards
Redacted s.40 (2) (b)
Document 12
Document 13
From: Redacted s.40 (2) (b)
Sent: 04 August 2014 3:59 PM
To: Redacted s.40 (2) (b)
Subject: Fwd: Complaints Handling Procedure
Document 14
------Forwarded message ------
From: Redacted s.40 (2) (b)
Subject: Complaints Handling Procedure
To: Redacted s.40 (2) (b)
Cc: Redacted s.40 (2) (b)
Redacted s.40 (2) (b), please find attached the GTR Complaints Handling Procedure a Conditions requirement for our Licence.
Also attached is the feedback received from Passenger Focus and London TravelWatch following the consultation process. We have accepted them all.
I will now be send this document to our design company and we send you a copy of the final designed version which will be available for customers to download from our website
Many thanks
Redacted s.40 (2) (b)
Redacted s.40 (2) (b)
The Go-Ahead Group plc
1st Floor
4 Matthew Parker Street
London
SW1H 9NP
Document 15
Document 16
Document 17
From: Redacted s.40 (2) (b)
Sent: 04 August 2014 3:34 PM
To: Redacted s.40 (2) (b)
Cc: Redacted s.40 (2) (b)
Subject: DPPP and CHP update
Dear Redacted s.40 (2) (b),
Redacted s.40 (2) (b) is away on leave at present. I wanted to catch up with progress on both CHP and DPPP. We have received some additional comments from Passenger Focus on the stations index in the DPPP.
If you could get in touch on this email or my office number is: 020 7282 Redacted s.40 (2) (b)
Regards
Redacted s.40 (2) (b)
Redacted s.40 (2) (b)
Competition and Consumer Policy.
Document 18
From: ORR CHP
Sent: 24 June 2014 5:10 PM
To: Redacted s.40 (2) (b)
Subject: RE: Guidance on CHP for new TSGN Franchise
Hi Redacted s.40 (2) (b),
We met last week on DPPPs– I am also responsible for CHP applications.
Please see attached for the guidance on how to write a CHP. Also a letter that we sent to TOCs in April, setting out that we were discontinuing the practice of having CHPs re-approved on an annual basis. We will also be reviewing the current Guidance this summer.
The Guidance envisages that the draft new CHP will be provided to passenger bodies for comment 8 weeks before the start of licensed operations, and then submit the draft (providing a copy of comments and explanation of how they have been acted on) to ORR 3 weeks prior to commencement. If these times are problematic, it would probably be useful to contact Passenger Focus and London Travel Watch now to see if they can work with less than 5 weeks.
Let me know if you need anything else.
Redacted s.40 (2) (b)
Document 19
From: Redacted s.40 (2) (b)
Sent: 23 June 2014 9:13 AM
To: ORR CHP
Cc: Redacted s.40 (2) (b)
Subject: Guidance on CHP for new TSGN Franchise
My name is Redacted s.40 (2) (b), I am the Redacted s.40 (2) (b) Redacted s.40 (2) (b) for the TSGN mobilisation team with responsibility for Customer Services.
Section 5.9 of the ORR Licensing document states we are required to establish a Complaints Handling Procedure, Therefore can you please provide guidance on the process, timescales and content for this procedure.
Many thanks
Redacted s.40 (2) (b)
Redacted s.40 (2) (b)
The Go-Ahead Group plc
1st Floor
4 Matthew Parker Street
London
SW1H 9NP
Redacted s.40 (2) (b)
Document 20
Document 21
http://orr.gov.uk/__data/assets/pdf_file/0007/13876/complaints-handling-procedures-review-2014-04-15.pdf